Complaints

This profile includes complaints for Veterans United Home Loans's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Veterans United Home Loans

  1400 Forum Blvd Ste 18 Columbia, MO 65203-1997

  
• 

  Veterans United Home Loans

  129 Kiowa Ln Piedmont, SC 29673-6751

  
• 

  Veterans United Home Loans

  125 S Main St Ste B Hinesville, GA 31313-3217

  
• 

  Veterans United Home Loans

  3686 W Gandy Blvd Tampa, FL 33611-2608

  
• 

  Veterans United Home Loans

  5825 Constitution Ave Colorado Springs, CO 80915-1216

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company cost us many months of stress and a lot of money due to the incompetence of our loan manager. It was made clear from the very beginning, and we have proof, that we informed them we had a contract for deed (owner financing) and wanted to do a cash out refinance. We were told this would not be a problem and so, we proceeded with the process. Everything was satisfied on our end and just a couple days from closing the company states they can not offer a cash out refinance because we have a contract for deed, even though this was known by Vetrans United from the first moment we spoke with them and talked about several times thereafter. They even had a copy of our official contract for deed long before they requested our payment for the appraisal, the CL100, well water inspections, and termite treatments. All fees/services we would not have paid for if not required for the cash out refinance. These fees totalled nearly $1,400. That's $1,400 completely wasted because our loan manager, *****, was unaware of her own company policies that state they do not do cash out refinances to customers with a contract for deed. We are a disabled veteran family with 3 children living on a single income. This is a lot of money for us. We were wrongfully told by our loan manager, an agent acting on behalf of Vetrans United, that if we paid these fees and met all other requirements (which we did) we would get our cash out refinance. We should not be held financially liable for a Vetrans United employees lack of knowledge in regards to their own company policies. If she had known her own company policy and informed us of this on day 1 we would not have wasted months of time and $1400.

  

  Business Response

  Date: 11/08/2024

  Veterans United management has spoken with the consumer and come up with a game plan to address their concerns. While we regret the experience did not meet expectations we appreciate their time speaking with us and providing feedback on our processes. Veterans United remains available to address any additional concerns by contacting us directly at *******************.

• Initial Complaint

  Date:10/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my current house with a VA home loan. The land purchased is divided into 5 tracts that are taxed individually for some reason.There is currently some issue where Veterans United Home Loans can't get their act together and correctly pay out property taxes on the tracts of land.I just paid over ****** out of pocket for the taxes and then Veterans United said I have to get them on the phone for a refund check from ********* far as I know the escrow is still not correctly structured to pay the 2024 taxes.There are a couple other issues. The original land owners name is still on everything and now it just says their name on top and then C/O myself and my wife for the taxes.I called the ********************************* and they told me my name would be correctly on the property by 2025...I opened up a CFPB complaint regarding the above.

  

  Business Response

  Date: 10/24/2024

  Veterans United management has spoken with consumer and we appreciate the constructive feedback to help our team continuously improve. We are working with our servicing center to ensure that all the tax parcels are appropriately accounted for. Additionally, we worked with the consumer to settle any outstanding balances caused by the oversight. Veterans United management remains available to answer any additional questions or concerns by contacting us directly at *******************. 

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Dr. ***** ********* *****

• Initial Complaint

  Date:09/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October - November 2022 when we purchased our home we were charged legal fees and forced to pay $500. Additionally we have been charged a higher interest rate and hidden fees when refinancing. Our original purchase price was ******* our current mortgage after 2 years is *******. They have additionally charged my retired at 90% husband escrow due to a Chicago failure to notify them of tax exemption. We are paying $700 more a month until we get a check from the county.

  

  Business Response

  Date: 10/08/2024

  Veterans United management has spoken with the consumer to
  address their concerns, and we regret the process to this point has not met
  expectations. The consumer has disputed the tax bill their county tax assessor and VUHL has adjusted the payments to the extent we are able until the dispute with the county is resolved. A servicing specialist is on standby to assist the consumer with the final steps once the refund is received. Veterans United management remains available for any
  further questions and can be contacted directly at 800-814-1103 x 3546.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled veteran by 70% and currently pending another disability. I applied for a VA home loan through Veterans United Home ***** and was pre-approved. We placed an offer on our dream home and couldnt be happier. Four days before closing they asked for a form that I could not get form the VA and told them that due to the security clearance I had its hard to get records of some of my service. I was told that without this form I could not get the loan. I was told at the beginning of the process a month before that I would not need this form because I had an honorable discharge and disability income from the military. It took over a year and a federal investigation to get disability benefits because of my clearance. How can I get something in four days? So we tried to switch to FHA so we would not loose our dream home and now we are way past closing, about to lose the house, have lost thousands of dollars, lost two positions in the town we are moving to which is 17 hours away. I am having hourly panic attacks and they refuse to give us any information on our loan. Just keep asking the same question and for the same documents over and over again. I have ******* disease so I dont have working adrenal glands and can not respond to stress. I have gone into two adrenal crises due to this already.

  

  Business Response

  Date: 09/17/2024

  Veterans United management has spoken with the consumer and we regret we have been unable to meet their expectations for the mortgage process. The consumer was approved based on certain terms and conditions of their employment which they have been unable to meet. Veterans United remains available to offer financing once those conditions can be met, or to answer additional questions by contacting us directly at *******************.

  Customer Answer

  Date: 09/18/2024

  Complaint: 22264865
  
  I have reviewed the business' response and am rejecting it because: they had three weeks of knowledge that my husband was staying at his employment. Per email documentation that they failed to respond to. Then two days after our closing date decided to tell us that would not work. 
  

  I have many more screenshots of email correspondence that very clearly show that they led us to believe this was okay for three weeks and then when we were already past our closing date it was not okay. We are no longer under contract for our dream home because these people just dont care. 
  

  This is not okay. We have spent thousands on repairs for a house that we lost because this company cannot communicate correctly. 
  
  
  
  Sincerely,
  
  Haykey *******

  

  Business Response

  Date: 09/25/2024

  The conditions for obtaining employment in the area were known and discussed prior to going under contract, and was again requested in the weeks following the emails provided by the consumer. Veterans United remains available to consider a loan approval in the future once employment is obtained in the area the consumer is considering to move. Veterans United can be reached for further questions directly at *******************.

  Customer Answer

  Date: 10/03/2024

  This company did not communicate for three weeks in regards to Spencers employment. We let them know countless times that he would be staying with his current employer with no objections from the company until after closing had passed. They only sent an email stating that they could not serve us. No one called. No one ever stated that we were not going to get the loan. Just and email showed up two weeks after closing. 

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband submitted a claim with our insurance universal casualty over a year ago, we've had issues with receiving the check but finally got it reissued a month ago. We've been in communication with them for a few weeks and was advised to next day a check to them when we received it. We paid $50 to next day the check only to find out additional documents were needed. We sent those documents with no updates. We then spoke to a supervisor on 8/27 who confirmed receipt of what was needed. We were also told that she would call us back the next day, put in a request against the full amount for our first draw and request it be expedited. We heard nothing for over a week. Had to contact them back just for them to request ANOTHER document that we were never told was needed. In the meantime our roof is a YEAR behind on being fixed and we are prime storm/hurricane season. I contact them yesterday asked if I could get a supervisor where I waited almost 15 mins, then was hung up on with no return call or outreach.

  

  Business Response

  Date: 09/17/2024

  Veterans United management has been in contact with the consumer to discuss an amicable resolution but the consumer has declined our offers. We understand the process for repairing a home can be arduous and have provided several options to assist, including sending checks in installments as the construction repairs are completed to pay the contractor, in alignment with industry standards. Veterans United also offered to consider an exception to release more funds on the condition of obtaining documentation from a contractor showing they are necessary to get the repairs started. While we understand the consumer wishes to obtain the full amount of the funds immediately, we must also ensure that insurance funds are used to complete the repairs for which they were intended, in accordance with the contract signed by the consumer at closing. Veterans United management remains available to work with the consumer and explore other options in the future by contacting us directly at *******************.

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was at work when ******************************* called me and ran my credit report whenever I was talking to an employee asking about going to lunch and then after she did so she told me I had to pay $11,000 instead of the agreed upon 2600 and now I'll put a **** on my credit for an inquiry that I did not agree to

  

  Business Response

  Date: 09/09/2024

  Veterans United management has researched the consumer's complaint and found that proper authorization was obtained by the loan team to run a consumer credit report. The consumer decided not to move forward after receiving estimates for out of pocket expenses and the loan has been withdrawn at their request. Veterans United management remains available to answer any further questions or concerns and can be reached directly at *******************.

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Dispute of Unauthorized Hard Inquiries - Veterans UNI Dear *********** am writing to formally dispute several unauthorized hard inquiries that have appeared on my credit report from Veterans UNI. The details of the inquiries are as follows:Mortgage ************************ Inquiry on 12/07/2022 Mortgage ************************ Inquiry on 12/05/2022 Mortgage ************************ Inquiry on 11/08/2022 I did not authorize these inquiries, nor did I apply for any mortgage or related services that would justify them. These unauthorized inquiries have negatively impacted my credit score, causing undue harm to my financial standing.As a responsible consumer, I am requesting that the BBB assist in addressing this matter by contacting Veterans UNI on my behalf to have these inquiries removed from my credit report.Please find attached copies of my credit report highlighting the unauthorized inquiries. Additionally, I have included a copy of my identification and any necessary documentation to support my claim.I trust that the BBB will take this matter seriously and work to resolve this issue promptly. I appreciate your assistance in ensuring that these unauthorized inquiries are removed and that my credit report is corrected.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 08/21/2024

  Veterans United has attempted to contact the consumer to discuss their concerns but has not received a response at the time of this response.Based on the research we could complete without speaking to the consumer, it appears that all credit inquiries were properly authorized while working with their Veterans United credit consultant to update information on their credit report. Veterans United management remains available to discuss the consumers concerns if they would contact us directly at *******************. 

• Initial Complaint

  Date:06/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from veterans United home loans, claiming that I applied for a home loan through their agency. I never applied for any home loan through their agency. When I called them to dispute this, they claimed I spoke to someone named ***** last year. I told him I remember to speaking to someone concerning some possible veterans benefits in regards to death benefits. I then asked if a supervisor, or someone from their their lgal department could call me back and discuss that this would not affect my credit rating, and that there would be a record of me never applying for a home loan through their company.

  

  Business Response

  Date: 07/09/2024

  Veterans United management has spoken with the consumer and provided them with proper steps to take to protect their identity. Any consumer who feels their identity has been compromised should consider the taking the following steps:
  1. Freeze your credit with the major credit bureaus: Equifax, Experian, and TransUnion. Each bureau has a credit freeze option available online.
  2. Visit the Federal Trade Commissions website, www.identitytheft.gov, to fill out the appropriate information.
  3. Review your credit for any unexpected tradelines or inquiries. Everyone is entitled to receive a free credit report annually that can be accessed at www.annualcreditreport.com as a good starting point.
  Additionally, we confirmed the application did not proceed past the initial stage and is no longer active. Veterans United remains available to answer any additional questions or concerns by contacting us directly at *******************.

• Initial Complaint

  Date:05/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sale of our home closed on 4/24. Veteran's United was sent $86,546.80 from our title company. Veteran's United sent us a payoff letter dated 4/25 stating that the final payment of $84,417.41 had been processed and the mortgage is officially paid off, and that any money they owe us will be returned by check. I called to see where the refund was and I was told that they were only sent $85,128.32 by title and that we owed that much and there was no refund. Veteran's United by their own calculations of the balance they accepted full payment for, owes me $2,129.39, which is the difference between what they were sent from title and what they stated was our final payment that paid our loan off entirely

  

  Business Response

  Date: 06/04/2024

  Veterans United Management has reviewed the information related to the mortgage payoff in question and found no errors in the processing. The payoff quote provided the total payoff amount including the principal balance, interest, fees, and any negative escrow balances. The final payment letter only references the principal balance amount. VUHL Management attempted to contact the consumer, but was unable to make contact by phone. A detailed email explanation was provided with supporting documentation. VUHL Management remains available to answer additional questions or concerns and can be reached at *******************.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was disrespected and discriminated against as a disabled Afghanistan veteran with hearing loss. Yesterday I was mislead by a loan officer who told me I had a mortgage in my name in *****, which prompted HUGE concern considering I've never owned property in *****. ******, I believe was his name, told me (PULL THE CALL FOR THIS ONE) "Well, at least they're paying on time". This caused a frantic leave from my work to get to the bottom of why there were two mortgages in my name. It turned out to be a "*****************" on my credit report so I called back to correct their mistake and ****** proceeded to double-down that he was certain I currently had two mortgages on my credit report, my current in ******* and mine in *****. I escalated the issue to a customer complaint representative who put me with an equally incompetent loan officer who couldn't understand my frustration with yesterday and completely disrespected me due to my hearing loss. TWO days in a row and I reached back out to ******************* the "client advocate" who WILL NOT ESCALATE THE ISSUE FARTHER. He claims it stops at him. This is a direct violation of SEVERAL laws. I want all calls pulled from yesterday May 6, 2024 and today May 7, 2024 reviewed, my issue escalated and a call from a manager.

  

  Business Response

  Date: 05/16/2024

  Veterans United has attempted to contact the consumer but has not received a response at this time. Our research confirmed there is an existing mortgage appearing on the consumers credit report which was discussed on the phone with the loan team. We apologize for any confusion regarding the address of the subject property and/or creditor attached to the mortgage, both of which were referenced in the consumers initial conversation with his loan team. Veterans United remains available to offer financing or to discuss the consumers concerns in more detail by contacting us directly at *******************.